Customer Support Engineer

2 days ago

Lagos Nigeria Netcom Africa Limited Full time ₦1,200,000 - ₦3,600,000 per year

Objective & Summary Your primary responsibility will be to provide technical assistance and support to our customers, ensuring their satisfaction and successful use of our products or services. You will serve as a bridge between our customers and our technical teams, helping to troubleshoot and resolve technical issues while maintaining excellent customer relationships. Your role will be critical in ensuring a positive customer experience and driving customer loyalty. Key Duties & Responsibilities • Respond promptly and professionally to customer inquiries via phone, email, or chat regarding internet service issues, billing inquiries, and general support questions. • Provide technical assistance to customers in troubleshooting and resolving internet connectivity problems, including router configurations, network setups, and basic hardware or software issues. • Offer comprehensive explanations of services, pricing plans, and features to potential and existing customers, ensuring they have a clear understanding of our offerings. • Accurately log customer interactions, inquiries, and resolutions in the ticketing system to maintain a comprehensive customer support database. • Collaborate with internal teams, such as Core Network Support, Access Network and System support, to escalate and resolve complex technical issues that require specialized expertise. • Identify and escalate potential service disruptions or network -related problems to the appropriate department for swift resolution. • Proactively identify opportunities to improve customer satisfaction and service efficiency, suggesting process enhancements or product improvements when necessary. • Stay up to date with industry trends, new technologies, and ISP service offerings to provide informed assistance and advice to customers.Requirements Essential Skills / knowledge / traits • Strong problem -solving skills and the ability to diagnose and troubleshoot technical issues. • Excellent communication skills, both written and verbal, with the ability to convey technical information to non -technical audiences. • Proficiency in using help desk software, customer support tools, and remote support technologies. • Familiarity with a range of operating systems, software applications, and networking concepts. • Patience, empathy, and a customer -centric attitude. • Ability to work independently and collaboratively in a fast -paced environment. • Certifications in relevant technologies or platforms may be a plus. Experience, Education and/or Professional Qualifications • Bachelor's degree in a relevant technical field (e.g., Computer Science, Engineering, Information Technology) or equivalent practical experience. • Proven experience in technical support, customer service, or a related role.Benefits Healthcare Insurance (HMO) Paid Leave Group Life Insurance Professional Development Reimbursement

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